Refund and Returns Policy

1. When a refund is possible

Your money does not go to the vendor. It locks in your own account until you confirm delivery, and while it is locked we can refund it. Once it has been released to the vendor, because you confirmed delivery or because the time to raise a dispute ran out, Emani can no longer issue a refund directly.

2. Getting your money back

• Before the order is marked shipped:cancel it yourself from your order page. You don't need to open a dispute.
• After it is marked shipped:open a dispute if the order didn't arrive, arrived damaged, is the wrong item, is missing items, or is significantly different from its description.

3. How a dispute works

1. Open it in time. You can open a dispute once the order is marked shipped. When the vendor confirms delivery, you have 24 hours to confirm receipt or open a dispute. If you do neither, the money is released to the vendor automatically.
2. Show what happened. Add at least one photo or video of what arrived, or a screenshot of your chat with the vendor. Both sides can add more messages, photos and videos until the dispute is resolved.
3. The vendor replies.The vendor has 24 hours to accept or make an offer, and each side has 24 hours to answer an offer. If someone doesn't reply in time, or you can't agree, our team takes over.
4. A person decides. Someone on our team reads both sides and all the evidence, including any proof of postage the vendor added when they shipped, and decides within 24 to 48 hours.
5. Where the money goes.An approved refund goes back into your Emani balance straight away, so there is no wait of several business days. Refunds don't go back to the card or account you paid from.

4. Returns

There is no separate returns step, and a refund doesn't wait for the item to be sent back. A dispute ends in one of four ways: a refund of the order value, a partial refund, a replacement the vendor sends again, or the money released to the vendor.

5. Non-Refundable Items

Certain items like digital downloads, perishable goods, or customized products may have restricted refund policies as specified by the vendor or platform rules.

6. Service Fee (Non-Refundable)

Emani charges a service fee on each transaction to cover payment processing, SafeCheckout protection, and dispute mediation. This fee is non-refundable in all cases, including refunds of the order value, partial refunds, and order cancellations. When a refund is issued, the refunded amount is the order total minus the service fee. By using Emani, you acknowledge and agree that the service fee is earned at the time of payment and is not recoverable.